Customer Retention Analytics Leader
Company Description
Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.
The Customer Retention Analytics Leader is the top authority for churn management data analytics and business intelligence across the organization. The position is the business owner for the predictive churn model and all future improvements. This leader will have a strong track record of combining advanced analytics skills & data storytelling with exceptional business and entrepreneurial acumen. An ownership mindset with a strong willingness to take on new challenges with enthusiasm. Strong ability to create, prove and execute new initiatives across departments within the company. The Customer Retention Analytics Leader reports to the Head of Churn Management.
Responsibilities:
A focus on turning data into insights and insights into action
Mindset: The candidate will have an entrepreneurial mindset being willing to be accountable for the business’s performance, you will have exceptional attention to detail, have an ability to handle multiple tasks and meet tight deadlines, have creative and innovative problem solving skills, be self-motivated and proactive, and demonstrate calmness during times of uncertainty and stress
Analytical Skills: A candidate for this position must demonstrate a deep interest in research and data analysis, drawing actionable insights from raw data and information to help further the business’s cause. The right person will be skilled in statistical modeling, performing quantitative analysis, and technological data mining and analysis techniques
People Skills: This role plays a very interactive role and to effectively execute their duties they must have a natural ability to get along with people and establish strong and meaningful relationships with others. This will guarantee collaborative personnel, departmental heads/management, and key stakeholders gain trust in the individual’s abilities and that junior data analyst personnel readily follow in their directives and trust in their judgments and insights
Communication skills are a must have and this is both in written and verbal form. Excellent communication in collaborating with departmental heads and management. Reports have to be clear, succinct, convincing, informative, engaging, unambiguous, and uniquely tailored to suit different audiences
Business Process & Data Quality: A passion for business process, a key understanding in how processes work across an entire organization, and a focus on aiding the company in driving solid business processes which in turn drives good data quality. One of the key owners of the data dictionary
Lead the buildout of analytical tools/dashboards in Salesforce and other business systems to successfully measure, interpret and make recommendations to improve customer retention
Analyze root cause of customer churn and create mitigating actions to drive success
Interact, consult and partner with cross-functional stakeholders to drive process change, operational improvements and innovation in support of our strategic objectives and operating plans that will positively impact growth, customer satisfaction, productivity and operational excellence
Advocate and drive adoption of “best practices” to ensure standardization across operational functions
Ability to explain complex analysis results in an easy-to-understand language
Detail oriented, self-motivated, proactive and results driven
Ability to analyze and interpret data
Ability to quickly identify business problems/opportunities
Ability to communicate with all levels of management and company personnel
Ability to manage multiple projects at one time
Ability to document, prepare and present data-driven presentations
Minimum Qualifications:
5 – 15 years of experience in customer service or technical support in a technology-based environment
Proficiency using Salesforce/Tableau/Einstein for reporting and analytics
Data Storytelling: One of the most important skill sets for this role. The ability to take a large amount of information and distill it into the most important pieces that help guide varying stakeholders on a journey to engage with and understand what the data is indicating
Additional Preferred Qualifications:
Strong interpersonal and active listening skills
Expert data analysis skills
Strong problem solving and organizational savvy
Rewards:
Competitive compensation
Base Salary Range in CO: $92,000 - 135,000
Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
Fitness membership discounts
Generous paid time off policy including paid parental leave
